Frequently Asked Questions

I can’t find a product on the website

Try using the Search Bar located in the top right-hand corner of the website.
If you know the product code, even better — otherwise simple keywords like “scrub”, “mask” or “eye” usually work well.

The product I want is out of stock

Some products sell out faster than expected. You can sign up for back-in-stock notifications on the product page to be notified as soon as it returns.

Can I change or cancel my order?

We’ll always do our best to help, however orders are processed quickly. Please contact us via helpdesk@laclinica.com as soon as possible after placing your order.

Why wasn’t my free gift added to my order?

Free gifts are automatically added once the minimum spend threshold is reached (in $AUD, after discounts are applied). If your order qualified and the gift was not included, please contact us with your order number.

Do you offer samples?

Unfortunately we do not currently offer samples.
As a small business that formulates and manufactures in our own Melbourne factory, sample-size production is not something we currently offer.

How long will it take to receive my order?

We aim to dispatch in-stock orders within 1-3 business days from order date. Sale periods may affect this ETA.

Do you ship to New Zealand? How can I purchase products in NZ?

Yes — we ship to New Zealand and you can purchase directly through our website.

Do you ship internationally?

Yes — we ship to selected international locations. Shipping rates and delivery times vary, please see Shipping Information for more.

My tracking hasn’t updated — what should I do?

Tracking updates can sometimes take a little time to appear, especially during busy periods. If your tracking has not updated for several business days, please contact us at helpdesk@laclinica.com and we’ll look into it.

How do pre-orders work?

If your order contains a pre-order item, the full order will be shipped once all items are available.

Estimated dispatch timeframes will be listed on the product page where applicable.

What is your returns policy?

We offer returns on eligible unopened products purchased directly through LaClinica.com within 30 days of purchase.

If your product is faulty or you’ve experienced an unfavourable skin reaction, please contact our team and we’ll be happy to help.

Read our full Returns & Refunds Policy and begin your return.

How do I use my new product?

Usage directions can be found on each product page and packaging.

We also have a library of detailed articles covering how to use many of our products, including layering advice, routines and ingredient guides.

You can explore our skincare guides and “how to” articles here: La Clinica Blog

What order should I apply my skincare in?

As a general rule:

Cleanser → serums → oils → moisturiser 

Apply products from lightest texture through to the richest (all our oils are lightweight).

How long before I see results?

Some products provide immediate hydration or glow, while others take longer. Most skincare routines need consistent use over several weeks before visible changes become noticeable.

You can read more about common skincare ingredient timelines here: When Will I See Skincare Results?

Can I use active products together?

Not always. Some active ingredients work beautifully together, while others are best introduced gradually or used separately. If you’re unsure, contact us and we can guide you.

How should I store my products?

Store your skincare in a cool, dry place away from direct sunlight and excessive heat.

Why won’t my pump dispense product?

Our airless vacuum canisters work differently from traditional pumps and need activating before first use.

Why does the pump take so many presses to work?

Our vacuum canisters may require 10–15 pumps before product begins dispensing.

This is completely normal and helps create the vacuum system used to protect the formula and minimise product waste.

Please avoid opening the canister, as this can disrupt the vacuum mechanism.